Customer Success Helps Focus Product Direction

In this episode of “Productly Speaking”, we discuss how customer success teams can help a company understand customer needs and how these match the reality of a company’s products. We also discuss working to determine what the jobs to be done for a customer are and then how to address those as a whole company. We are joined by Amy Taylor Mitchell and Trevor Mishler, who are both customer success executives and together lead Real Success International. 

Call to Action

Let us know what your takeaways were. What comments made you think? What new thoughts did you have listening to the podcast?

Quotes

“It’s important to really be a listener and people need to be comfortable telling you what they think and telling you where their pain points are and giving you the feedback you need to improve the product and make it a revenue producer for the company.”

Trevor Mishler

“I think it’s important, not only inside the company, but also externally, to have a speak up culture. Your customers should feel a degree of comfort with telling you what really needs to be improved on your product. It’s either your employees who will tell you, your customers who will tell you, or Reddit! I would definitely rather have one of those first two options.”

Amy Taylor Mitchell

“I think it’s so important to have somebody who’s very experienced with the customer service landscape, particularly for your very high level, high dollar customers that have complicated environments to be able to see things so that you’re not surprised.”

Amy Taylor Mitchell

“Happiness is not having everything you want, it’s wanting everything you have.”

Trevor Mishler